To which objects can you add a registered product?
Note: There are 2 correct answers to this question.
Sales Order Visit Installed base Service ticket. Which of the following are scenarios supported by SAP Cloud for Service?
Note: There are 2 correct answers to this question.
Vendor management Employee help desk Partner channel management Customer support. 3. How can you maintain high data volumes in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
Apply the Data Workbench to populate data Use a standard migration template to populate data Use the Application and User Management work center to populate data Use a custom data migration template to populate data. How do you prepare a ticket distribution rule in SAP Cloud Service?
Define a routing rule Set up Live Activity configuration Create an assignment release run Maintain an activity plan. Which of the following platform can you integrate out of the box with SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
Google Docs Microsoft SharePoint MindTouch SAP Jam . What can you do to give the business user access to the Territory Management work center?
Assign the employee to the organizational structure Use business scoping for the authorization of Territory Management Assign the business user to a territory Create a new business role with the work center and assign it to the business user. Which of the following are initial tasks required to configure SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
Define business roles Execute data migration Define the organizational structure Set up scoping. Which of the following objects can you integrate with SAP CRM?
Note: There are 3 correct answers to this question.
Service requests Opportunities Social media profiles Vendors Van stock . Which data migration templates for the initial load, which activities are steps in the migration process?
Note: There are 3 correct answers to this question.
provided migration template in the Data Workbench Migrate data from the template file Fix errors in the data file Adjust fields with input fields Activate migration templates in scoping. Where do you configure service levels in SAP Cloud for Service?
Note: There are 2 correct answers to this question.
In Administrator Work Center In Scoping In the Service Control Center In Fine-tuning. To which of the following can you assign a custom report to control its visibility?
Note: There are 2 correct answers to this question.
Access context Business role User Work Center. How do you create an assignment for a service technician in SAP Service Cloud?
Use a time report Use SAP Multi-resource Scheduling Use the Resource Scheduler Use a ticket routing rule. Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise?
Activity The Report Campaign Maintenance plan. Which item types can you use in installed bases?
Note: There are 3 correct answers to this question.
Text Registered product object Warranty Product. Which Channel types are supported in SAP Cloud for Customer?
Note: There are 3 correct answers to this question.
Employee support Business to business Consumer to business Consumer to consumer Business to consumer. Which of the following are functions of custom report creation in SAP Cloud for Customer?
Note: There are 3 correct answers to this question.
Custom calculated key figures are allowed Custom reports require new data sources Variable selection is possible Custom reports can be created by sales employees Custom reports creation is supported with a guided procedure. You are creating a service contract in SAP Cloud for Customer.
Which information is transferred from SAP ERP when you request external pricing?
Note: There are 2 correct answerd to this question.
Credit Limit Condition types External ID Transfer status. What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation
process when creating tickets?
1. Analyze incident categories
2. Determine service categories
3. Determine ket dates
4. Determine SLA 1. Analyze incident categories
2. Determine service categories
3. Determine SLA
4. Determine ket dates 1. Determine service categories
2. Analyze incident categories
3. Determine ket dates
4. Determine SLA 1. Determine service categories
2. Analyze incident categories
3. Determine SLA
4. Determine ket dates. Which of the following elements is optional when you configure a service level?
Milestone Ticket priority Type of service Alert when overdue. Which of the following objects are used as cost collectors when you release work tickets from SAP
Cloud for Customer to SAP ERP?
Note: There are 2 correct answers to this question.
Internal order Sales order
Debit memo request Contract. What field controls how SAP ERP handles an item that is released from an SAP Cloud
for Customer work ticket to SAP ERP?
Scheduling relevant Processing type Invoicing method Ticket type
. Which of the following tasks can you perform using the fine-tuning activity for service processing?
Note: There are 2 correct answers to this question.
Disable the profanity check for outbound responses Manage business tasks for employee support Create or delete custom channels Assign tickets to the last processor. Which of the following prepackaged mashups exist for SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
Google maps Hotmail Mindtouch Whatsapp. How does the integration of SAP JAM with SAP Cloud for Customer benefit service agents?
Note: There are 2 correct answers to this question.
They can attach Knowledge Base articles to tickets They can create a ticket directly from SAP JAM They can view Knowledge Base group updates in the Feed pane They can edit Knowledge Base articles in the agent workspace. What can you use to hide a single value of multiple value field?
Key user tool (KUT) Access rights Code lists restrictions Personalization. What can you use to control user privilages in SAP Cloud for Customer?
Note: There are 3 correct answers to this question.
Business user Business configuration Code list restrictions Business role Work center view. Which additional business objects can be determined by using a registered product within a ticket?
Note: There are 2 correct answers to this question.
Maintenance plan Service contract Pricing condition Warranty. Which of the following actions can you perform with the Administration Adaptation function?
Note: There are 3 correct answers to this question.
Edit custom forms and reports Disable Key User properties Change my settings Create an extension field and define its properties Assign a page layout to achieve dynamic user interfaces. Which of the following involved parties are supported by default for the installed base and
installed base items?
Note: There are 3 correct answers to this question.
Territory manager Customer Employee responsible Service Technician team Sales Employee. What do you use to restrict the completion of the main ticket when the related sub-tickets are
still open?
Fine-tuning activities Scoping option Workflow rule Code list restriction. Which of the following objects deliver a default approval process?
Note: There are 2 correct answers to this question.
Contract Ticket Account Visit. Where can you consume spare parts in SAP ERP for use in an SAP Cloud for Customer
work ticket integration scenario?
Note: There are 2 correct answers to this question.
Plant stock Consignment stock Locked stock Special stock. What object is used in SAP Multi-resource Scheduling?
Demand Service contract Service order Internal order. When a user creates service tickets, what product type is supported for determining the warranty?
Registered product List product Entitlement product Individual product. You enable e-mail integration with SAP Cloud for Customer service request management.
Which types of customers are supported for the email channels?
Note: There are 2 correct answers to this question.
Accounts Parents Individual customers Competitors. Your test tenants have been upgraded. Your production tenants will be upgraded in two weeks.
Which activities should be avoided until the production tenant upgrade is complete?
Note: There are 2 correct answers to this question.
Update fine-tuning Apply SDK solution Create business roles Request new tenants. Which of the following options need to be considered before you use the data migration templates?
Note: There are 3 correct answers to this question.
You can upload the data only once There is a template available for each object that allows tool-supported migration You do NOT need to know the definitions of each of the fields For each object to be migrated, the CSV fields must be mapped to the fields in the system The template structure is predefined and CANNOT be changed. Which field identifies a ticket as relevant for a field service scenario?
Requires Work Processing Type Leverage indicators Organization. Who can approve time reports so they can be released to CATS?
Territory owner Nominated delegate Reporting line manager End customer. You are setting up the connection between SAP JAM and SAP Cloud for Customer.
Where do you enable this integration?
In integration under the Business Configuration work center In Fine-Tuning under the Business Configuration work center In Service and Social General Settings under the Administrator work center In General Settings under the Administrator work center. Which of the following functions can you perform using the Language Adaptation tool?
Translate work center and view labels Translate extension field labels Translate notes entered by a user Translate all buttons. During scoping, you have selected the option to allow multiple territories per account.
How does this impact the system behavior in the realignment of accounts and territories?
Note: There are 2 correct answers to this question.
Access restrictions for territories are not available The Define Exceptions step is disabled The Override Territory box is not available Additional fields become available for territory determination. Which of the following objects can be created in SAP ERP when a work ticket in SAP
Cloud for Customer is released to SAP ERP?
Note: There are 3 correct answers to this question.
Goods issue Special order Release order Order request Locked order. Which of the following SAP Cloud for Customer business objects are integrated with SAP Commerce?
Note: There are 2 correct answers to this question.
Campaign Ticket Customer. You need to configure an automated e-mail response to your customer when a service
technician is assigned to a ticket.
Which actions do you perform in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
Create social media channels Build a workflow rile Set up notification of delegates Configure e-mail channels. In which of the following ways can a service technician record and manage actual work?
Note: There are 2 correct answers to this question.
Manually using the time entry screen Automatically on creation of a time report Manually using the service entry screen Automatically using start/stop buttons. Which of the following tools can you use to restrict the business role level in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
Code list Restrictions Page layouts Language Adaptation Mash-ups. In which of the following objects do you see the Maintenance Plan work center view?
Note: There are 3 correct answers to this question.
Contract Registered product Customer Installed base. How do you enable use of the Resource Scheduler in SAP Cloud for Service?
Schedule mass release of assignments Activate business configuration in scoping Define time types in fine-tuning Maintain a setting in the item processing types. Why do you create a business role?
Note: There are 3 correct answers to this question.
You want to standardize system access You want to perform fine-tuning activities You want to restrict drop down list values for a specific group of users You want to make custom reports available on the home page You want to set up a maintenance plan. When would you implement the Approcal function in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
You want an adminstrator to activate a custom business object You want to define multiple review steps for the same business object You want to define multiple review processes for the same business object You want another user to review a business object before it is processed further. What are service agents used for when setting up an SAP Cloud for Customer system?
Note: There are 2 correct answers to this question.
To scope the system To restore system default settings To assign accounts to business users To create business users. Which of the following are functional capabilities of SAP Service Cloud?
Out-of-the-box reports for response times and handling times Solution search with integration to a knowledge base Integration with SAP Commerce for spare parts purchasing Support for social collaboration across multiple channels Automatic routing of tickets to agents based on availability. You create a ticket and the warranty is NOT determined in a service ticket.
What must be the Uncovered incident category?
Incident category Product category Cause category Resolution category. How can you create a ticket from an active maintenance plan?
Note: There are 2 correct answers to this question.
Automatically using a background job Automatically using a MDRO run Automatically using a scheduled workflow Manually using the Trigger Manual Run option. You want to trigger additional service activities for a registered product regularly if a
specific measurement reading threshold is reached.
What type of maintenance plan should you create?
Cyclical Fixed Absolute Alternating . What date type is used in a Date Profile to determine the start of the warranty?
Reference date Requested date Due date Creation date. How can you prevent users from adding an installed base within a ticket?
Use an action to block the installed base if it is active Add a new inactive item to the structure of the installed base Download the installed base for offline editing Keep the installed base status as in Preparation. What is the difference between a business user and an employee?
Note: There are 2 correct answers to this question.
Employees need to be assigned directly to the organizational structure; business users fo not Business users can be assigned access rights and business roles; employees cannot Employees can be assigned access rights and business roles; business users cannot Business users can be created using the data migration template; employees cannot. A user reports an incident. The administrator determines that this incident needs to
be reviewed by SAP Support.
What is the NEXT STEP the administrator must perform in SAP Cloud for Customer?
Forward the incident to the provider Take over the incident Create a service request with SAP Support Respond to the requester. What can you define when setting up a service contract in SAP Cloud for Customer?
Note: There are 3 correct answers to this question.
Call-off quantity Billing milestones Entitled parts Covered objects Usage restrictions. Which information is updated after the SAP Cloud for Customer contract has been
successfully replicated to SAP ERP?
Note: There are 3 correct answers to this question.
External ID Invoicing status Pricing status Transfer status Total price. Which of the following components of computer telephony integration (CTI) are delivered
by SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
CTI client server Service request creation Live activity pane CTI client adapter. As an administrator, which of the following objects can you design in the Business
Analytics work center in SAP Cloud for Customer?
Note: There are 3 correct answers to this question.
Scorecards KPIs Data sources Key figures Dashboards. Which tool can be used to control the general availability of a work center in the user
interface in SAP Cloud for Customer?
Scoping Fine-Tuning Activity List Configuration and User Management. In what facet can you maintain counter readings?
Items Maintenance Plan Contracts Measurements. What activities do you perform in the Administrator work center to enable a new social media channel?
Note: There are 3 correct answers to this question.
Select the channel type Maintain Next Ticket configuration
Set up service level determination for social media channel Create and schedule social media import run Set up access to social media account. You release an invoicing-relevant item with processing type Part Consumption from
Technician Stock from an SAP Cloud for Customer work ticket to SAP ERP.
Where are the quantity fields used?
Note: There are 2 correct answers to this question.
The target quantity is used in the goods movement The actual quantity is used in the goods movement The actual quantity is used in the billing request item The target quantity is used in the billing request item. Which of the following actions are supported by the e-mail communication channel?
Note: There are 2 correct answers to this question.
Broadcast e-mails to a group of individuals Create activities from inbound e-mails Create service tickets from inbound e-mails Route unkown sender e-mails to a common inbox. Which of the following data items are required to create a registered product?
Note: There are 2 correct answers to this question.
Warranty ID Customer Serial ID Reference date. What can you create using a workflow?
Phone call Activity list Appointment Task. To which of the following entities must you assign the Phone call work center view to access
the live activity pane for computer telephony integration (CTI)?
Note: There are 2 correct answers to this question.
Business role Employee Business user Organizational unit. A user is assigned two work centers that contain the same view. In the first work center,
the user has unrestricted read and write access. In the second work center, the user had read only access.
Which access rights does the user get for this view in both work centers?
Restricted read and write access Only unrestricted write access Only restricted write access Unrestricted read and write access. To which objects can you add an installed base?
Note: There are 2 correct answers to this question.
Ticket Visit Maintenance plan Contract. You want to define an automatic field update based on the ABC classification of an account.
What are the follow-up steps required to set up the workflow?
Note: There are 2 correct answers to this question.
Choose a rule type Select an action Add a condition group Define a placeholder. Which of the following element from Customer Care do you select to enable SAP JAM
as a knowledge base in SAP Cloud for Customer?
Communication for Customer Care Service and Repair Service Request Management Business Performance Management. Which of the following functions are provided by the SAP add-in for Microsoft Excel?
Note: There are 2 correct answers to this question.
Upload Microsoft Excel workbooks to SAP Cloud for Customer Insert SAP Cloud for Customer reports into Microsoft Excel spreadsheets Publish mIcrosoft Excel workbooks to Microsoft Sharepoint from SAP Cloud for Customer Upload to Microsoft Outlook add-in from Microsoft Excel add-in.
